Director Distribution Business Management

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Working Arrangement
Hybrid

Group Benefits Distribution is responsible for the relationships of all clients and advisors within our $10 billion business – including the promotion of all products & services, education on how Manulife differs from our competitors, and ensuring that all services are delivered to each partner in the most effective manner possible. The GB business is incredibly transaction oriented, and service to the member, sponsor and advisor are equally as important as the price, with service being the primary basis for our differentiated value proposition.
The Head of Broker Advisor Experience will report directly to the VP of Distribution and will represent Distribution in key Operational areas (such as commissions, contracting, underwriting, and plan sponsor service) that are crucial for success – 23,000 of our Plan Sponsors are served by Brokers/Advisors in Small and Mid-Market business. This role will assume primary ownership of the opportunities within the service models for the various channels to improve or completely reinvent existing processes, practices and interaction models. In addition, this role will assist to build a depth of knowledge and succession for the Director of Strategy and Rewards; a role responsible for the programs that we pay to Elite Advisors based on performance and being that conduit for Distribution and the Advisor.
Crucial Responsabilities
Key Distribution representative liaising with all internal partners who provide service and support to Brokers and Advisors. Primary responsibility for the continuous improvement of existing programs and processes to improve external service delivery and internal cost efficiency.
Develop an experience roadmap to improve the current state of service interactions with Advisors & Brokers, and as necessary introduce new service programs & processes in support of Manulife’s market position.
Ownership of all key operational relationships and dependencies (known and emerging) to ensure the effective delivery of timely, value-added service to Advisors, Brokers and ultimately Plan Sponsors.
Represent Distribution on the Advisor CIAM (Manulife ID) project. Build and execute action plans to ensure distribution and head office are as ready as possible to help our key advisors manage this change.
Develop and oversee execution of a roadmap to evolve the Advisor Service Delivery Representative and Service Representative roles and processes to triage service inquiries and increase speed of response to Small Business & Mid-Market Advisors.
End to end ownership of the Direct to Plan Administrator service pilots for small business, including monitoring results of the initial pilot, refining/introducing processes, and creating the rollout plan for the remainder of the block.
Develop and implement processes to enhance the speed and quality of amendment handling for all Small Business & Mid-Market plans.
Drive continuous improvement through commissions and contracting process enhancements by systematically identifying issues, developing remediation plans, and implementing process and communication changes.
Identify and implement enhancements to the Transfer of Business process to ensure Advisors are satisfied with the speed, accuracy, and level of communication they experience.
Partner with GB contact center leadership to: develop more effective training programs for new service representatives; recommend changes to the Plan Administrator site and product offerings to reduce Advisor inquiries; and eliminate hand-offs between Manulife and Advisors.
Leverage ASD salesforce data to develop and recommend strategies (to GB Operations Leadership) to reduce/eliminate service inquiries related to Small Business plans.
Lead cross-functional efforts across Distribution & Operations teams (Commissions, Billings, Plan Design Services, Plan Member Administration, etc) to improve service interaction models by eliminating hand-offs and reducing delays during the new business warranty period.
Participate in Advisor Reward program meetings & Consolidator & Elite Advisor Rep meetings, as a member of the Distribution Strategy and Rewards Team.
Job Requirements

• Financial Services experience of at least 5 years.
• Group Benefits experience of at least 5 years.
• Experience working with third party insurance advisors
• Demonstrated proficiency working with operational service teams.

Competencies

• Credibility within Manulife Operations
• Critical thinker and consistent track record of project execution and success
• Demonstrated ability to identify process improvement opportunities and develop a roadmap to implement the delivery.
• Communication skills both verbal and written, and strong presentation skills, including proven success presenting to senior leaders
• Ability to manage competing priorities
• Collaboration skills and ability to influence leaders
• Strong math abilities

Working Conditions: Hybrid
Every career at Manulife/John Hancock provides the opportunity to learn new skills and move your career forward. Ready to make an impact somewhere? What are you waiting for? Apply today.
About John Hancock And Manulife
John Hancock is a unit of Manulife Financial Corporation, a leading international financial services group that helps people make their decisions easier and lives better. We operate primarily as John Hancock in the United States, and Manulife globally, including Canada, Asia and Europe. We provide financial advice, insurance and wealth and asset management solutions for individuals, groups and institutions. Assets under management and administration by Manulife and its subsidiaries were CAD$1.3 trillion (US$1.1 trillion) as of June 30, 2021. Manulife Financial Corporation trades as MFC on the TSX, NYSE, and PSE, and under 945 on the SEHK. Manulife can be found at manulife.com.
One of the largest life insurers in the United States, John Hancock supports more than 10 million Americans with a broad range of financial products, including life insurance, annuities, investments, 401(k) plans, and education savings plans. Additional information about John Hancock may be found at johnhancock.com.
Manulife is an Equal Opportunity Employer
At Manulife/John Hancock, we embrace our diversity. We strive to attract, develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment, retention, advancement and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law.
It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process, contact [email protected].
Salary & Benefits
The annual base salary for this role is listed below.
Primary Location
Waterloo, Ontario
Salary range is expected to be between
$96,000.00 CAD - $172,800.00 CAD
If you are applying for this role outside of the primary location, please contact [email protected] for the salary range for your location. The actual salary will vary depending on local market conditions, geography and relevant job-related factors such as knowledge, skills, qualifications, experience, and education/training. Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance.
Manulife offers eligible employees a wide array of customizable benefits, including health, dental, mental health, vision, short- and long-term disability, life and AD&D insurance coverage, adoption/surrogacy and wellness benefits, and employee/family assistance plans. We also offer eligible employees various retirement savings plans (including pension and a global share ownership plan with employer matching contributions) and financial education and counseling resources. Our generous paid time off program in Canada includes holidays, vacation, personal, and sick days, and we offer the full range of statutory leaves of absence. If you are applying for this role in the U.S., please contact [email protected] for more information about U.S.-specific paid time off provisions.